Problem investigation resolution using a change request roll back
This user scenario describes how to resolve a problem investigation by rolling back a change request. Incident Management, Problem Management, and Remedy Change Management must be installed to follow this user scenario.
Bob Baxter, the problem coordinator at the Calbro Service Desk, performs an incident request review by searching incident requests registered against the payroll service. He reviews the history of the associated CIs and recognizes a trend in problems that are related to common changes to a specific CI. He creates a change request to roll back changes that affect that CI. A Request for Change (RFC) is submitted to Mary Mann, the change manager in Front Office Support, for approval.
The change is approved and successfully implemented by Ian Plyment, the Specialist. The change manager creates a Broadcast to alert users. Future incidents are successfully averted.
The following table describes the typical steps involved in this user scenario:
The problem coordinator performs an incident request review:
Bob performs an incident request review by searching incident requests registered against the payroll service, for which he is the problem coordinator.
Bob spots a trend-numerous incidents have been reported against the payroll server CI, which is critical to making that service available. He also discovers that the server recently was the subject of a change.
Bob then relates the other incident requests, the original change request, and the CI to the problem investigation.
The problem coordinator creates a known error:
Bob determines that the best way to prevent similar incident requests from recurring is to roll back the original change. To request the rollback, Bob creates a known error from the problem investigation. He assigns the known error to Mary Mann, the change coordinator.
Mary receives the known error and reviews it. She agrees that the rollback is required and creates a change request from the known error.
On the change request record, Mary creates a task to roll back the CI and assigns the change request to Ian Plyment, the specialist who will perform the work. The coordinator also relates the CI to the change request.
The specialist closes the tasks after performing them:
Ian rolls back the change to the CI. When he finishes the last task, the system notifies Mary that the tasks are Closed.
The change coordinator completes the change request:
Mary completes the change request record and removes the broadcast, because it is no longer relevant.
The problem coordinator closes the problem investigation and known error:
Bob is notified that the rollback was completed. Bob verifies that the rollback fixed the problem, and then changes the status of the problem investigation and known error to closed.